Mr. Mover, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regarding your answer to #and #you say you do not have a policy of repeatedly telling the customer of how much they would be charged when the move is complete. This would not have been a repetition as you do acknowledge, as did Luke, in my conversation with him that you "sending you a quote".We would not be in this complaint process if at any time during all our phone conversations and our e-mail discussions either of you had made an apology for your omission and offered to make it right. You made no such apology nor any such offer, but instead implied that I was at fault. I do not think this is good business
Regards,
*** ***-***

Dear [redacted],With regards to: (See
attached copy of e-mail sent to MrM[redacted], whose only response was
"Thank you for your response. Have a wonderful day." I think it
outlines my concerns.), I don't have any record of having sent that message to you, nor does it sound like a response I would think up.I will do my best to respond to your numbered concerns
Dear Nick
M[redacted],
You have
detailed much of our conversation of last week correctly but you have left out
mentioning the multiple times your staff could have informed me of the
additional charges:
1. With the initial and revised quotes in April,
prior to my move. I grant you that your
contract says "the price will not change unless you modify any of the factors
listed above."We do state this to protect us from any changes that require us to perform additional services at no charge. Countless factors can change during a move, that greatly affect our costs to perform those services, and need to be able to charge for our costs if these changes occur. This does apply to the address field in the letter, where we only stated your home address and our storage as locations where service would be performed. 2. When [redacted] replied to my e-mail of 4/20,
saying I might need extension of the storage for a second month, and she
replied "No worries, you can just let us know when and where to deliver your
items whenever you're ready." We also had
a phone conversation about this time during which she said my belongings would
be put in a trailer that could be then put into your storage area.We do try to accommodate any changes customer's request with a positive attitude. In your case, as we were holding your belongings for more than a couple of days, we unloaded them, and vaulted them in our warehouse, so they were properly stored for any length of time needed
3. When on 5/when I talked with [redacted] to set
up the move to West Bend for 5/20. Why
did she not tell me that she would prepare and send a second quote? Why was I not asked for 20% down payment if
your company did consider this a second move and that is your usual procedure?Once you requested a move out date, [redacted] scheduled your 2nd move. She believed she had been clear (but to you, obviously wasn't), that this second move was in fact, a second move, and you would expect to pay for another date of service, and address, not originally in your confirmation letter (or quote). We do not require a deposit for current customer's of ours, that already have their belongings stored with us. This is done as a courtesy, as we have built a rapport together, and don't need any further commitment form the customer. 4. Why did [redacted] not tell me of the charge when
sometime during the week of the move, I called to check on the time as I had a
meeting with the landlady at the house at 8:on the 20th. [redacted] told me during that conversation that my
belongings had to be unpacked and would have to be repacked so the truck would
arrive later that morning
5. Why did Luke not tell me of the charges on
the day before the move when he confirmed the time? I mentioned to him that I
had not realized my belongings had to be packed and repacked, and he replied
that they had had to use the trailer and could not keep my belongings in it.#4/#5-We don't have a policy of repeatedly telling the customer how much they will be charged when the move is complete. After a customer is given their initial quote (98% of moves are single day projects), we don't practice repeating the quote to the customer again.
Given all
these missed opportunities for your staff to inform me of the additional
charges, and to collect the 20% advance payment, it is hard to accept that the only
reason I was not given a quote was because I did not have the final address
during our April contacts. Why would anyone think this was just
miscommunication and not an attempt to deceive a customer?There really weren't multiple missed opportunities, we just missed sending you a quote following the first call to set up move #2. After that, we wouldn't repeat the quote to you unless you asked, and didn't realize we had omitted giving you the quote previously. If you had EVER asked if there were more charges for the 2nd move which you never requested a quote for, we would have provided this for you instantly. We never "withheld" a price from you
When we
talked on the phone about this last week, I said I thought you needed to
address this issue and inform future customers of the potential for additional
charges. My impression was that you
sidestepped this point, but I still think it is a valid one.I have taken this under advisement, and we are aware of the issue you are concerned with. We'll take the necessary steps to try to make sure this won't happen again.
You said in
your e-mail that the total cost if I had provided addresses for both ends of
the project would be the same as what I have paid. Can you itemize how those costs are
calculated? Does it make a difference if
my belongings were in storage for only part of the month?That is correct. I cannot, my computer software calculates the moving costs, just as it did for your initial quote. Yes, the cost of storage varies with how long the items are stored with us. 2-weeks are rounded up to month if it's the first month we store your goods. After month, we charge per week to pro-rate for customers.I appreciate
the fact that you are in business to not only meet the needs of people who need
moving services, as well as to provide jobs for people, but to also make a living yourself. I am still thinking about your offer of a
refund of 20%
Sincerely,
[redacted], I can tell you that customer satisfaction is at the top of my priority list! MrMover completes between 1200-moves EVERY year. We never had a SINGLE complaint with the Revdex.com in all these years. When I talked to the Revdex.com they were staggered and said how odd this is for a company that has this volume of customers in our field of service. I would say that indicates we are extremely competent in dealing with customers in all types of situations, and must also exceed at communicating well. I can also honestly state that not all of our customers are totally satisfied, but I imagine 99+% is a safe figure. I always try to make my customers happy, and none of them have felt unhappy enough, nearly 10,since I have managed this company, to file a complaint here.I offered a 20% discount, off of our services for the 2nd move. This way, I will not profit in any way from your 2nd move with us. I feel this is a generous, practical offer, that both of us should be able to live with. You were happy with our services, just not the charge to move you into your new home.I feel your request for 50% off of the price of the 2nd move is unjust, and I cannot give away our service for free, and we didn't originally quote/and weren't originally contracted to perform a double move with a temporary move into our storage, and then a 2nd move out of storage to your new home. Whether you believed you would be charged to perform a complete 2nd move or not, you did request "additional services" as described in our confirmation letter, when you requested the 2nd move date and gave us your new address.We definitely didn't try to mislead you, and have about 5-10% of our moves being "double-move" type relocations such as yours. It's not ideal, we actually wish folks were having an easier time getting their new homes in short order, to be able to move right in, and eliminate the need for a double move situation.Sincerely,Nick M[redacted]MrMover Inc

Hi [redacted], The following was the response I gave to [redacted] on (6/12 via email) regarding her complaint:   [redacted],                 I am aware your dissatisfaction with the charges for moving...

your household belongings out of our storage, to your new home in West Bend.  When we quoted/booked you (on 4/17) for your move out of your home in [redacted], WI, on 4/28/2015, we provided our guaranteed price for moving you to the Ozaukee/Washington County area, either to your new prospective home or to our storage facility (1 destination address).  We completed that move for you, to your satisfaction, and you paid for that move and month of storage in full at that time.                On 4/21 you emailed us to let us know that you would be moving to our storage facility, as you wouldn’t have access to your new residence at that point.  We did discuss this future move out of storage, but didn’t give a quote at that time, as we didn’t have a new address, to know precisely where or when you were making that future move.                 On 5/11 you indicated that you would have access for us to move you to your new home on 5/20.  We scheduled the 2nd move, confirmed the date with you, but didn’t email you a quote for that project.  Nevertheless, you did ask us to schedule another service date, not originally in your confirmation letter, to an address not indicated in the original confirmation letter, to move you to your new home.  We provided you that service on the date you scheduled, and by all accounts, the move went smoothly.  You indicated that on move day, you were surprised to see another charge for that move.  We did have to handle your belongings and furnishings twice as many times as we would have, if we would have moved your items to a new residence initially. You indicated you feel you are owed for ½ the cost of the 2nd move because you didn’t understand that this would be a separate move, and didn’t expect to have to pay for our services for that date of service.  It was never our intention to surprise you with an unexpected charge.  We both agreed over the phone that our communication was very good throughout the process, with this exception.  I propose that you weren’t overcharged in any way, and if we had all your move dates/addresses ahead of time, we would have provided a quote for the both ends of the project that became two separate moves.  This total cost would have been the same as the total cost you have currently paid. Therefore, I don’t agree that you are owed for ½ of the cost.  I do understand that you felt surprised and taken aback when receiving the bill on the 2nd move.  You did pay the charge at that time, and followed up with the office staff here afterwards.  It’s always our goal here at Mr. Mover, to satisfy our customers.  The cost of your 2nd move was $1406.59.  In the interest of settling your dissatisfaction, I am willing to refund you $282.00, or 20% of the cost of that move.  I believe this is fair to both parties, as we won’t have profited from this miscommunication or our service connected to it, and you will have paid less than what the actual cost of service was/would be. I hope you find this offer satisfactory. Sincerely,Nick M[redacted]###-###-####     She had asked for an “itemized bill” for the second move, and she received a copy of this bill on move day.  I have no other detailed bill for her other than what she signed upon completion of the 2nd move.I think that it’s ridiculous that someone would assume that a move to storage for an unidentified length of time, with no final address mentioned or referenced at the time of that move, would include a future move at an unknown date to an unknown location. I will include a copy of our confirmation letter to you, sent to her for her first move out of her home, into our storage facility (at [redacted]), and the email she sent asking us to “book another move”. I think this claim is ludicrous, and I feel my offer to compensate her for 20% of the 2nd move cost was very generous, as we won’t have profited whatsoever from that move, just because she didn’t expect to be charged.  Any mover in the industry would have charged for every minute of their time to make both moves, just as we did.  Who would move someone for free, or give a 50% discount because the customer didn’t expect to pay?  Now, she felt it necessary to tarnish our reputation over this, frustrating!  Anyways, thanks for your help with this.    [redacted], Here’s the confirmation letter:  From: [redacted] [mailto:[redacted]] Sent: Thursday, April 23, 2015 11:12 AMTo: '[redacted]'Subject: Mr. Mover Confirmation Letter  Thursday, April 23, 2015 [redacted]  [redacted] RE: Mr. Mover Confirmation Dear [redacted]: Thank you for choosing Mr. Mover.  We are confident you will find our expertise in moving, the key to your problem-free move.  Our specialized computer system allows us to be the only local mover who offers you aguaranteed price in writing before you move! From our conversation, I was able to put together a personalized moving package for your move to [redacted].  Your guaranteed price is based on the information below, your inventory list, additional services required and the date of your move. This price will NOT change unless you modify any of the factors listed above.  Please review the information, and confirm its accuracy.  If you find any discrepancies, or wish to make changes, please do not hesitate to call so that we may make the appropriate changes. If possible all changes should be made 48 hours in advance of your scheduled move date. Any changes made on moving day will be adjusted by your driver. Your firm cost will be based on the actual items moved on your moving day. Your confirmed price includes “Full Replacement Value” coverage on all the items Mr. Mover handles for you.  We also have Liability Insurance to protect both the building we move you out of and the new building.  Mr. Mover carries “Worker’s Compensation Insurance” to protect all our employees in case they would get hurt while working on your job.  To summarize, Mr. Mover has you covered at no additional cost to you.   Your Mr. Mover guaranteed price is $2,533.61                        ADDRESSES INCLUDED IN QUOTE Origin[redacted]
[redacted] Destination[redacted]
[redacted]   ADDITIONAL SERVICES REQUIRED  The distance between your current and new home is approximately 122 miles.The distance from our truck to your door at your current residence is approximately 20 feet.There are 0 flights of stairs outside your current residence. (outside your home or apartment)An elevator is NOT available at your current residence.The distance from our truck to your door at your new residence is approximately 0 feet.There are 0 flights of stairs outside your new residence. (outside your home or apartment)An elevator is NOT available at your new residence.   Special Notes and Instructions All Electronics must be disconnectedRemove all Lampshades from LampsAll pictures must have a frame or be boxed.Small bookcases must be emptiedDrawers in small desk must be emptied.Dresser drawers may only contain clothing.Large File Cabinets may remain full.Small File Cabinets may remain full.China Cabinet may only contain cloth.Large Boxes must have covers and be taped shut.Small Boxes must have covers and be taped shut.The gas line on the dryer must be disconnected.The freezer must be empty.Metal shelves must be empty.Storage Cabinets must be empty.Toy Chests may remain full of nonbreakables.Storage Cabinets must be empty.  A 20% deposit is required within 5 business days of receiving this letter.Mr. Mover accepts cash, checks, Master Card, and Visa, with final payment due upon completion of your move. Our mailing address for your deposit is listed below. Call us at ###-###-#### two days before your move to confirm your scheduled move time of day. Please be advised, Mr. Mover has allocated resources for your move. If you find a need to cancel your order, please call as soon as possible. We look forward to seeing you Tuesday, April 28, 2015. Thank you again for your confidence in us. Sincerely,Mr. Mover Inc.[redacted]Phone: ###-###-####[redacted]Moving Consultant   Inventory Sheet for [redacted] Please note:  Actual locations of items within the house does not affect your price.  NotLiving Rm/Family RmQtyNotBedroom/Den/OfficeQtyNotKitchen/Dining RoomQtyNotBasement/Attic/MiscQtyNotGarage/OutsideQty Arm Chair  Armoire  Bakers Rack  Bar - Portable  Air Conditioner  Bookcase-Large1 Bassinet  Bench  Boxes - Large6 Bar BQ/Grill1 Bookcase-Small1 Bed - Single  Buffet  Boxes - Small15 Bike  CD / Video Rack2 Bed - Double  Chair5 Card Table Set1 Garbage Can2 Coffee/End Table3 Bed - Queen1 China Cabinet1 Clothes Dryer1 Glider  Electronics2 Bed - King  Compactor  Clothes Washer1 Hose  EntainmentCenter1 Bed - Bunk, Trundle  Corner Cabinet  Cooler4 Ladder1 Fireplace Equipment  Bed - Water, Assem  Curio Cabinet  Cot  Lawn Cart  Foot Stool  Bed - Water,Disassem  Dishwasher  Dehumidifier1 Lawn Chair6 Grandfather Clock  Bookcase - Large  Hutch  Fan2 Lawn Mower1 Hall Chest  Bookcase - Small2 Ironing Board1 Foot Locker  Lumber  Lamp1 Cedar Chest  Microwave1 Freezer1 Metal Shelves  Piano-Baby Gr.  Changing Table  Microwave Cart  Gun Cabinet  Outdoor Sculptur2 Piano - Spinet  Clothes Tree1 Refrigerator  Humidifier  Outdoor Tools8 Piano-Upright  Computer Pieces  Rug2 Metal Shelves1 Patio Chair  Picture6 Credenza  Serving Cart  Ping Pong Table  Patio Table1 Plant - Large  Crib  Stool2 Pool Table  Picnic Bench  Plant - Small  Desk - Chair2 Stove / Range  Power Tool  Picnic Table  Recliner / Rocker1 Desk - Computer1 Table1 Sports Equipment1 Planter - Large  Sofa-2 Cushion  Desk - Large  Vacuum Cleaner1 Storage Cabinet1 Planter - Small  Sofa-3 Cushion  Desk - Small2 Waste Basket2 Suitcase2 Port. BB Hoop  Sofa-Hide-a-bed  Dresser or High Boy2 Water Cooler  Table - Folding1 Riding Mower  Sofa-with Reclin1 Exercise Equipment  Gun Safe1 Tool Chest1 Sand Box  Speakers1 File Cabinet - Large1    Toy Chest1 Snow Blower  Stereo Cabinet  File Cabinet - Small1    Toys - Large  Storage Cabinet1 TV-(19" or less)2 Futon     Trunk  Swing Set  TV-(20" - 40")  Hamper     Work Bench1 Tires  TV-(Over 40")  Hanging Clothes/2 Ft2    Hoisting Service  Umbrella  TV Stand1 Mirror1    Tent2 Wheel Barrow1 TV / Snack Trays  Night Table2    Plastic totes8 Rototiller1 Wall Unit Pcs.  Sewing Machine1       Dog House1    Vanity              Wardrobe            ...⇄ more information please visit our World Wide Web site www.mrmover.com  [redacted], here’s her email requesting her move out of our storage.  It doesn’t seem like she thought this was part of the first move, she even refers to it as a separate move.     From: [redacted] [mailto:[redacted]] Sent: Monday, May 11, 2015 8:46 AMTo: '[redacted]'Subject: RE: from [redacted] re getting a rental [redacted] We do have an opening on Wednesday, May 20th for you.  Please call or email me with the address so I can get you scheduled in. [redacted] From: [redacted] [mailto:[redacted]] Sent: Monday, May 11, 2015 8:06 AMTo: [redacted]Subject: from [redacted] re getting a rental Hi [redacted]  I hopefully will be signing lease papers on Wednesday for a move into a house in West Bend.  Would you be able to do the move in on May 20th?Thank you   [redacted]         Please let me know if you need any other information from me in response to this complaint.  The online response system failed to submit and I lost all this info when attempting to respond yesterday. Sincerely,Nick M[redacted]Mr. Mover Inc.###-###-####